Haku

transformations. These changes require capacities, both on the individual and theorganizational and national levels, to managethe complexities of the present, but also the will and skills to shape the future. This thesis proposes that futures thinking is one...

, and the development process was to design a Service Design Blueprint to improve customers satisfaction and retention. This Master Thesis research aims at identifying customers’ gains and pains of this Case Company while revealing unknown customers’ needs...

Traditionally, the passenger terminals are considered merely as pass through venues. Port of Helsinki wants to change that conception and develop the port and its passenger terminals’ overall service offering, as well as ...

Employees are individuals with different roles, responsibilities, attitudes, goals, motivations, values, dreams. Such complexity must be acknowledged in the new way organizations design their relationship with employees, ...

Across the world, businesses and governments have increasingly been applying user-centred design methods to improve their efforts to deliver services that generate value for people. In recent years, however, governments ...

. The framework also has flexibility to reshape the structure of the service delivery in order to increase the customer satisfaction index (CSI). The thesis also intends to modify, alter, and enhance the structure of the service according to the feedback received...

The concept of customer centricity has been misleading organizations to ask their customers what they want and apply this raw finding directly to the design or improvement of their offering. As such, this study intends to ...

As part of the Enhance! IDM project, the purpose of this thesis was to create a framework for higher education program leaders and teaching staff to develop their intercultural knowledge in order to understand the expectations of a culturally...

The objective of this thesis was to understand how growth hacking can be applied to ecommerce in enterprises and what are the skills required to form a successful growth team. This thesis was not commissioned by an organisation but an enterprise...

. The objective of this thesis is to discover answers to the question “How to utilize co-creation and facilitation methods in designing a new way to measure Customer Experience and manage results systematically”. The development goal of this thesis is to create a...